Playbooks in Jira Service Management help teams resolve incidents, service requests, and operational tasks faster by bringing clear, step-by-step guidance directly into the issue. In this video, you’ll learn how playbooks: - Provide in-context, actionable checklists so agents always know what to do next - Combine instructional steps with automation to reduce manual work and context switching - Improve consistency, auditability, and compliance across repeatable processes You’ll also see how different roles use playbooks: - On-call agents/responders – follow playbooks while working on issues, running automation steps, and tracking progress in execution logs - Project admins/team leads – create and manage playbooks in space settings, translate existing processes into reusable templates, and target them with JQL so they appear in the right context Finally, we walk through: - How playbooks appear on a work item and how agents execute them - How to configure steps (instructional vs. automation) and define where playbooks show up - How templates and third-party automation actions help teams get started quickly - Plan and feature requirements to start using playbooks Chapters 0:00 Intro – Why teams need in-context guidance 0:29 What are playbooks in Jira Service Management? 0:56 When to use playbooks: incidents, requests, and ops work 1:08 Key benefits: consistency, auditability, and speed 1:21 Roles overview: on-call agent/responder and project admin 1:27 Agent experience: using playbooks on a work item 2:07 Inside the product: where playbooks live and how they work 2:16 Defining steps: instructional vs. automation 2:28 Targeting playbooks with filters and JQL 2:35 Templates and third-party automation actions 3:06 Availability: Premium & Enterprise requirements 3:12 Closing: helping teams resolve work faster #atlassian #jiraservicemanagement #automation About Atlassian: Behind every great human achievement, there is a team. From medicine and space travel to disaster response and pizza deliveries, we help teams all over the planet advance humanity through the power of software. Our mission is to help unleash the potential of every team. Connect with Atlassian: Subscribe: https://www.youtube.com/@Atlassian Follow Atlassian on LinkedIn: https://www.linkedin.com/company/atlassian Follow Atlassian on Instagram: https://instagram.com/atlassian Follow Atlassian on X: https://twitter.com/atlassian Follow Atlassian on Facebook: https://facebook.com/atlassian

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